A compliance platform that replaced 40 spreadsheets
We built a multi-tenant compliance workflow platform for a German regulatory startup, taking it from spreadsheet-based manual review to a product serving 40+ enterprise customers.
2 weeks → 2 daysCase Study
An AI support agent handling 68% of tickets
We built a retrieval-augmented AI support agent for a US e-commerce platform that now resolves 68% of inbound tickets without human involvement.
- Client
- E-commerce platform
- Industry
- E-commerce
- Region
- United States
- Duration
- 6 weeks
The challenge
A mid-market e-commerce platform was fielding 4,000 support tickets a month, most of them repeat questions about orders, returns, and shipping. Support headcount was the fastest-growing line on their P&L, and response times were still slipping.
What we did
Audited tickets before writing code
We classified six months of historical tickets to find which categories were genuinely automatable — and which needed to stay human.
Grounded answers in real data
The agent retrieves from their help centre and live order system, so it answers about the customer's actual order rather than generating plausible text.
Built escalation in from the start
Confidence thresholds and refusal behaviour were designed before launch. When the agent is unsure it hands over with full context attached.
Measured against real conversations
An evaluation suite of several hundred real tickets runs on every prompt or model change, so quality regressions surface before customers see them.
The outcome
Support headcount stayed flat through a year of order growth, and the team was redeployed onto retention work instead of answering shipping questions.
The automation paid for itself in under two months. What surprised us was that satisfaction went up, not down.
Results
- 68%
- Tickets resolved without a human
- 4h → 3min
- Median first response
- 7 weeks
- Payback period on build cost
- +11pts
- Customer satisfaction score
Technology
PythonFastAPIAnthropic APIpgvectorReact
Services used
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